Ticket SLA: Fix on hold to pause only after first reply, show resolved closed and onhold as fixed on paused sla in the list

functions/app.php

@@ -59,6 +59,35 @@ function getInvoiceBadgeColor($invoice_status) {
  * The display name for a ticket status id, RAW. Escaping is the caller's job -
  * same convention as getFieldById() above.
  */
+/*
+ * Fixed SLA clock behaviour for the five built-in ticket statuses.
+ *
+ * New and Open always run the resolution clock; On Hold, Resolved and Closed
+ * always stop it, and none of the five can be configured otherwise. A ticket
+ * nobody can work on should not burn resolution budget, and a finished ticket
+ * has a verdict rather than a clock.
+ *
+ * Resolved and Closed additionally stop BOTH clocks through ticket_resolved_at
+ * and ticket_closed_at, which cron/ticket_sla.php and syncTicketSlaClock() read
+ * directly - their behaviour never depended on this flag and still does not.
+ * The flag is set on them so every SLA surface reads one consistent answer.
+ *
+ * Returns 1 or 0 for a built-in status, or null for a custom one (id > 5),
+ * which the admin configures freely.
+ */
+function getTicketStatusSlaLock($ticket_status_id)
+{
+    $locked_statuses = [
+        1 => 0, // New
+        2 => 0, // Open
+        3 => 1, // On Hold
+        4 => 1, // Resolved
+        5 => 1, // Closed
+    ];
+
+    return $locked_statuses[intval($ticket_status_id)] ?? null;
+}
+
 function getTicketStatusName($ticket_status) {
 
     global $mysqli;